Call Centre Agent – eThekwini Municipality, Durban, KwaZulu-Natal
Position Summary
Company: eThekwini Municipality | Industry: Public Sector / Municipal Services | Job Category: Call Centre / Customer Service | Location: Durban, KwaZulu-Natal, South Africa | Listing Reference: ETH250416-3 (Job Number: 71000216) |Closing Date: 2 May 2025 |
Introduction
Are you a passionate communicator who thrives in a fast-paced service-oriented environment? The eThekwini Municipality invites applications for the position of Call Centre Agent within the Revenue Management Unit. Based in Durban, this permanent role provides the opportunity to make a tangible impact on customer experience by addressing municipal billing and service-related queries. As one of South Africa’s leading metros, eThekwini Municipality offers a structured career path in a progressive and people-centric environment that values professionalism, ethics, and service excellence.
This opportunity is perfect for customer service professionals who understand the importance of efficiency, public engagement, and administrative accuracy in delivering quality municipal services. With competitive benefits, this role promises job security and room for professional development in the local government sector.
Job Description:
The core purpose of this position is to ensure accurate, consistent, and timely administration and control of operations related to revenue billing and services provided by the municipality. The successful candidate will be expected to deliver exceptional service in response to revenue-related customer queries while upholding the values and standards of the municipality’s contact centre.
Requirements:
To be considered for this opportunity, candidates must meet the following minimum criteria:
- Essential Requirements:
- Matric / Grade 12 (NQF Level 4) or equivalent qualification
- Minimum of 2 years relevant experience in a customer service or call centre environment
- Basic computer literacy
- Preferred Requirements:
- Matric / Grade 12 (NQF Level 4) along with an Administrative Certificate
- 3 years of relevant experience dealing with revenue-related services
Role Responsibility:
The responsibilities of the Call Centre Agent are focused on delivering prompt, accurate, and courteous service to customers. Duties include:
- Handling all incoming queries related to municipal revenue services including billing, account information, and service changes
- Providing accurate and timely revenue-related information regarding municipal services
- Completing all necessary administration tasks to support high-quality customer service
- Registering new municipal customers and processing administrative requirements accordingly
- Handling termination processes for outgoing municipal clients and updating relevant systems
- Managing name change requests for existing accounts with proper documentation and system updates
- Responding to property registration enquiries and valuation roll changes efficiently
- Supporting policy improvements and participating in initiatives aimed at enhancing customer service standards
- Adhering to the eThekwini Contact Centre’s code of conduct and maintaining professionalism at all times
- Assisting customers with online profile creation and registration on the Municipality’s eServices portal
Skills & Attributes:
To succeed in this role, candidates must possess the following competencies:
- Attention to Detail – Ability to spot errors and ensure accuracy in customer data and administrative tasks
- Ethics and Professionalism – Demonstrates integrity and reliability in a public service setting
- Organizational Awareness – Understands the workings of municipal services and internal structures
- Problem Solving – Capable of thinking on their feet to resolve issues and queries efficiently
- Business Processes – Familiarity with municipal billing processes and customer information systems
- Use of Technology – Comfortable using call centre systems, email, CRM software, and the municipality’s digital platforms
- Communication – Strong verbal and written communication skills to ensure clear and courteous interaction with clients
- Client Orientation and Customer Focus – Deep commitment to delivering a positive customer experience
- Resilience – Ability to handle high-pressure situations and resolve conflict with diplomacy
- Learning Orientation – Willingness to learn, adapt, and grow within the evolving municipal landscape
Employee Benefits and Compensation:
eThekwini Municipality offers an attractive benefits package designed to support employee wellbeing and work-life balance. These include:
- Annual Remuneration: Between R221,348.60 and R287,333.14 per annum (depending on qualifications and experience)
- 13th Cheque: Yes – included as part of the annual remuneration package
- Housing Subsidy: Available based on eligibility
- Leave Benefits: Comprehensive leave entitlements in accordance with municipal policy
- Medical Aid: Available to employees and their dependents
- Pension Fund: Membership in the municipal pension scheme ensures long-term financial security
Why Join eThekwini Municipality?
As a leader in public service innovation, eThekwini Municipality offers more than just a job—it offers a career committed to community improvement and personal growth. Employees are part of a professional network that values:
- Service excellence
- Transparency and accountability
- Respect for diversity
- Lifelong learning and development
- Technological innovation for public good
The municipality actively invests in training, employee wellness, and career advancement initiatives to retain talent and foster a culture of inclusivity and excellence.
How to Apply
To apply for the Call Centre Agent position, interested candidates must ensure that their application reaches eThekwini Municipality before the closing date: 2 May 2025. Applications should include:
- A detailed and updated CV
- Certified copies of qualifications and ID
- A cover letter referencing ETH250416-3 or Job Number: 71000216
Contact Information:
For queries related to the application process, applicants may contact the Human Capital department:
Name: HC Finance
Telephone: 031 322 7305
Submit your application via the eThekwini Municipality’s official recruitment portal or designated email (where applicable). Ensure all documents are properly attached and submitted in PDF format.
